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In the event of a system glitch beyond our control, orders may be shipped via an alternate carrier at no additional cost to our customers. Updated tracking information will be provided.

  • You selected UPS and there’s a glitch that won’t allow us to print labels. We will ship your order via USPS to avoid an extended delay.


Shipping is automatically calculated at Checkout by UPS and USPS. Shipping fees are calculated based on delivery location and the total weight of your package.


Yes, but it’s not guaranteed. Please contact us prior to placing an order to confirm potential arrival times.

  • Any and All Rush Orders are shipped via UPS only!


Once your order has been shipped, you will receive another email with your tracking number.

  • Customers are responsible for tracking at all times once your order has been shipped. Carriers give you the option to turn on text and email notifications.

  • Please Do Not DM, Comment or Tag Us on social media posts about your order. ALL order communications, updates, etc. will be handled via customer service on our Contact Us page.


If your order is returned to us because it couldn't be delivered, we will notify you via email.

  • You must respond to our email within 72 hrs about your package to discuss a 2nd delivery attempt.

Re-Delivery Fee is required for a 2nd Delivery Attempt. Fee covers the cost of new packaging and shipping label, as the first is no longer valid. Once the Re-Delivery fee is paid, your package will be shipped.


If your package says delivered but you can’t find it: Look around your property, check with your neighbors or mailroom to see if it was accidentally delivered to them.

  • Occasionally carriers will mark packages as delivered well in advance of its actual delivery, it may still be on the delivery truck.

  • Unfortunately we are unable to assist you with locating your package, as we have access to the same information as you. Please reach out to the carrier for further assistance or to file a claim if it doesn’t arrive by the end of the day.


Please do not intentionally refuse delivery in an attempt to get a refund or to file a chargeback!

  • Changing your mind, no longer wanting your order and/or needing the money back doesn’t entitle customer to a refund. We will fight every fraudulent attempt, as we fulfilled the terms of our merchant-customer agreement.

  • This constitutes FRAUD, as customer made a purchase knowing and agreeing to all of our store Policies, Terms and Conditions upon submitting your order. Policies are clearly expressed on our website multiple times and linked on individual product pages. We will fight and submit all necessary information to the financial institutions to fight fraudulent claims made against us.


If you received a notice that your package was held for Pickup by USPS or UPS: Please Contact your local carrier to have it released. Have your tracking number ready and present the slip left by the carrier during pickup.

  • There may have been an issue with your address or a failed delivery attempt. The carrier may have required more specific directions to deliver your package.

International Packages Held for Pickup by your local Customs Office; Please Contact them for further instructions.

  • Some packages may be held for an inspection and released. Others may require Import Duties and Taxes be paid prior to release.

  • All duties and taxes are the responsibility of the customer. We do not pay or reimburse customs fees or taxes.


Unfortunately if multiple orders are placed, multiple packages will be shipped to you. We do not wait to combine orders, as it would delay processing and shipping.

  • We do not refund shipping cost for multiple packages.


Online Orders scheduled to be shipped may not be changed to Local Pickup. Read more about our Policy Here.


Currently we do not ship to AFO, FPO Boxes or non-residential areas.

  • Standard Shipping: 1st Class USPS is tentatively 5-8 Business Days from ship date, not order date.

  • Priority Shipping: USPS Priority is tentatively 3-5 Business Days from ship date, not order date.


  • UPS Ground: Tentatively 3-5 Business Days from ship date.

  • UPS Next Day Air: Delivery by 10:30 am on the next Business Day after shipping.

  • UPS 2nd Day Air: Tentatively 2-3 Business Days from ship date, not order date.


Unfortunately we do not currently offer international shipping.


We are located in Western New York, we experience rough winter storms that may impact order pickups and carrier deliveries.

Please be advised that there may be shipping delays during sales and holidays. We process orders as they come in, so we will do our best to keep shipping delays down on our end. We are not responsible for shipping delays once the package is in the possession of the carrier (USPS, UPS, etc…).

  • This includes, but is not limited to: delays due to weather, natural disasters, health crisis, COVID-19, civil unrest, curfews, city/ county/ state/ country-wide shutdowns, holidays, carrier related issues, etc.


Please Be Advised: Our Shipping Tips does not constitute a Directive, Advice or Recommendation of third party services, etc. Please use your own discretion, as the choice is completely yours. Ellie Shai assumes no responsibility or liability for outcome of using one of these services.

  • Some Carriers allow packages to be held for pickup at the Main Shipping Facilities, the UPS store, and Secure Access Point locations.

  • This is to ensure your package doesn’t get stolen, should you be away from home during delivery or live in an area with a lot of package thefts.

  • Please Be Advised that additional taxes and fees may apply. Customer is responsible for all additional fees.


All packages are wrapped, secured and inspected before being dispatched to the carrier for shipping.

  • ELLIE SHAI is not responsible for packages damaged, lost or stolen in transit. But we will do our best to work with you.

  • Please inspect your order immediately upon receiving it. You have 48 hours from delivery to alert us, so we can evaluate the issue. Have pictures and videos of damaged product(s) and shipping box ready to send to us and the carrier.

  • A damage claim must be filed by the customer and approved by the carrier in order to initiate any replacement from ELLIE SHAI.

  • Please be mindful that any and all replacements are done at the discretion of ELLIE SHAI and subject to availability. As some products may be out of season, discontinued, etc.